Customer Complaints Advisor Remote
Job description
Company description
Job Title: Part- Time Customer Complaints Advisor
Location: Remote
Salary: £12,875
Employment Type: 12 Months FTC
AA Summary
Thought The AA only provide roadside assistance? Think again.
For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as a Customer Complaints Advisor, you’ll play a key part to our success and join us on this exciting motoring journey.
#LI-THEAA #LI-Remote
This is the job
We have an exciting opportunity for a Customer Complaints Advisor where you will provide specialist service and take responsibility for the resolution of escalated and complex customer complaints to achieve the best solution with minimal financial impact, whilst ensuring a high level of customer satisfaction and retention.
As a Customer Complaints Advisor, you will deliver a high quality, professional complaint handling service which responds quickly and accurately to all Driving School written, telephone & email complaints. This includes handling serious and high-level complaints escalated from frontline staff and management.
What will I be doing?
- Accept full responsibility and ownership of all telephone and written complaint cases allocated from receipt to successful conclusion. This includes handling complaints on behalf of management as designated.
- Proactively identify and prevent potential risk to the brand reputation arising as a result of a customer complaint and referring and liaising with Senior Management, Legal and Social Media teams to alleviate risk.
- Maintain a comprehensive knowledge of all Driving School products, services, policies, procedures, and systems whilst demonstrating a flexible approach, adapting to the changing needs of the business to consistently meet agreed targets.
- Working with management to analyse and accurately record the root cause analysis of complaints handled to ensure reliable feedback to management for improvements, identify areas for continued improvement and feedback appropriately to enhance procedures and training of product and services.
- Liaise with Pupils, Driving Instructors, Third Party Business Partners to ensure statements are obtained from all parties to support high level risk complaints where the evidence needs to be evaluated based on belief. Analyse the evidence presented and make a decision/recommendation if the complaint is upheld or not upheld based on evaluation/review.
- Make balanced decisions regarding levels of compensation to be paid, if appropriate, and make sure this is within defined authority levels.
What do I need?
- Experience in a customer service position desirable but not essential
- Good knowledge of Microsoft Office products
- Excellent written and oral communication skills
- Significant experience of working in a customer service environment
- Ability to work as part of a team – flexible and willing to pitch in and help others
